Continuity in support: account management at Moneypenny

Can you explain what your role as an account manager at Moneypenny involves?

I oversee the entire journey—from the first introduction to everything that follows.

I started at Moneypenny as a VA and later moved into the role of account manager as the company grew. It’s now my full focus.

As an account manager, I’m the main point of contact for our clients and work closely with the VAs and the People team. I guide the full process: from introductory and sales conversations, mapping out a client’s needs and finding the right match (together with our People team), to onboarding and everything that follows. That includes kick-offs, evaluations and regular check-ins to ensure everyone is still aligned and satisfied.

What does ‘great client support’ mean to you within Moneypenny?

It goes beyond simply responding to requests.

To me, great client support means taking on an advisory role. Thinking alongside the client, offering out-of-the-box solutions when needed, and sometimes saying: perhaps there’s a different way to approach this.

I want to truly take the pressure off clients and give them confidence that we’ve got it covered. Sometimes that’s as simple as saying: it’s going to be fine—we’ll sort this out. And in most cases, we do.

Can you share an example of a moment where you really made a difference for a client?

When a VA becomes unavailable, we ensure that within a few days a replacement VA is fully up to speed, so continuity is maintained. Clients often tell us how reassuring it is that there are no gaps and that they feel well supported.

You also see the impact within secretarial or project teams where workload becomes too high. People sometimes don’t know where to start. By prioritising together and delegating tasks, we create breathing space. That brings back both clarity and job satisfaction.

What happens behind the scenes when a client brings a request to Moneypenny?

Step one is always to connect with the client. What’s going on? What are the priorities? What needs to keep running? Especially in cases of absence, continuity is the first priority.

After that, we coordinate internally. We look for the right solution, arrange introduction meetings and ensure a smooth handover. If a new VA starts, we cover the onboarding hours. Everything is focused on helping the client move forward as quickly and effectively as possible.

How do you ensure the quality of your service?

It’s about picking up the right signals and continuing to ask the right questions.

That can sometimes be challenging, as clients and VAs work closely together day to day, while you as an account manager are slightly more at a distance. That’s why we check in more frequently during the early stages, both with the client and the VA separately. We also schedule regular evaluation meetings.

We speak with VAs individually and receive input from the People team. We share those insights openly. Transparent communication is essential, as is an open mindset so people feel safe to speak up.

What makes the relationship between Moneypenny and its clients sustainable and different from standard services?

What sets us apart is that we position ourselves as a partner who adapts flexibly to the client’s organisation. A strong collaboration is built on open communication, a personal connection and clear expectations.

We’re also genuinely pleased when clients grow to the point where they hire someone full-time. To me, that’s a success—because it means we’ve helped create that growth. That human approach builds trust, and often clients return to us later on.

How do you support clients who are growing or changing their business?

Those are actually the conversations I enjoy most. When clients grow, their needs evolve. Together, we look at what they’re currently doing, where the needs lie, and how we can adapt.

Sometimes that means bringing in an additional VA, sometimes a different skill set, and sometimes a new way of organising things. We also look ahead to peak periods, so we can scale up in time and keep everything running smoothly.

When do you know a client is truly in the right place at Moneypenny?

When there is open communication and mutual trust. When a VA can take ownership, work independently within clear agreements, and there’s regular alignment.

Also, when a client proactively looks ahead and involves us in upcoming changes—that’s when you know the partnership is working well. It shows we’re seen as a true partner, looking ahead together.

What do you enjoy most about working as an account manager at Moneypenny?

The puzzle. Especially with larger and more complex assignments, where multiple VAs are involved and everyone needs to play to their strengths. Managing time, knowledge and expertise to best support a client’s growth is what makes the role so engaging.

What can new clients expect when they start working with Moneypenny?

New clients can expect a “warm welcome”.

We ensure the right people are in place, supported by strong guidance, knowledge sharing and continuity. We work with people, so things can happen—but we always look for solutions. We think along, communicate transparently and genuinely want to help.

What would you say to an entrepreneur who is unsure whether virtual assistance is right for them?

Be open to what’s possible.

You’re not tied into rigid contracts with us, and with over 25 years of experience, very little is new to us. Our flexible agreements (starting from just 8 hours) make it easy to get started.

And if it doesn’t work out, we part ways on good terms. It’s tailored, personal and human. That’s what Moneypenny stands for.

Want to experience what it’s like to have support that adapts with you and ensures continuity—even when things change? Or curious about what working with a Virtual (Executive) Assistant could mean for your organisation? Feel free to get in touch—we’d be happy to think along with you.